IT Helpdesk I End User Support I Taguig I To Start ASAP!

As a member of the Support Center team, a Tier 1 Engineer is responsible for responding to, escalating, and resolving monitoring alerts received through various systems. The Tier 1 Engineer will work closely with other staff members under the Manager's direction, working in a dedicated Support Center where tickets are received, prioritized, and escalated to higher tiers of support as needed.

Key responsibilities

• Respond to monitoring requests that come in via phone, email, or ticketing system
• Utilize the Account's RMM systems to triage alerts and alarms
• Interact with clients using professionalism and promptness
• Jointly solve problems through collaboration with team members
• Troubleshoot problems ranging from server, network, and PC issues
• Provide quality customer service skills in all forms of communication
• Collaborate with Tier 2 and Tier 3 technicians on escalated customer support requests
• Document resolutions and build knowledge base articles
• Engage in continued certification training to improve skillset
• Track time and activity in the Account's ticketing system

About you

• Minimum of 1 year experience in administering/supporting LAN/WAN environments, Office365 and Azure, VMWare and/or Hyper
• V, or Network Operations Center
• Help desk or relevant customer service skills

Experience with PSA and RMM Tools

• Prior MSP Experience a plus
• Microsoft Windows Server 2016/2019Active Directory
• Microsoft365 administration knowledge
• Fundamental understanding of DNS, DHCP and TCP/IPMicrosoft Exchange and SQL Server

VMware vSphere